How do I evaluate tickets with storypoints so that a particular service team would be alerted in JSM

[Said Ouassou]

Hello ! 

In Jira service management, I would like to evaluate tickets that a cusomer raises with storypoints so that particular teams would be alerted and possibly automatically assigned to this customer´s ticket ...

Is there such a functionality in JSM? 

Any tip would be helpful, thank you !

[Walter Buggenhout]

Hi @Said Ouassou and welcome to the Community!

Trying to get to the essence of what you are trying to do here ... It seems that you would like to put some kind of mechanism in place to notify teams that a ticket came in that should be looked at - and maybe even resolved - by their team. I'm not sure how story points got involved in the scenario, since these are a concept used to estimate the relative size of work required to develop a story in software teams.

Anyway, if I understand your idea correctly, you can add any kind of custom field to your issue screens that helps you select what the issue is about (that may be a category, or - why not - even the team you want to assign the issue to). The more transparent you choose the way of categorising things, the easier it will get to determine your next (automated) actions, like assigning the issue to the appropriate people or creating linked issues in the team's backlog.

Some relevant reading to add to the story maybe:

• Creating custom fields 
• Adding custom fields to service projects 
• Automation for Jira template library 

Hope this helps!